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Hosted Call Center: Choosing the Best Software Platform

The benefits of switching to a hosted call center have been proven time and time again.  Many companies have been considering making the switch for some time now, reaping the benefits that a hosted call center and its software platform can provide vs an on-premise solution.

After making the decision of switching to a hosted call center, businesses have to decide what the best option is as far as choosing a call center VoIP software provider.

When choosing a call center VoIP software provider for your company, there are three very important key factors to consider.  These factors are how much experience the software platform provider has, what they offer in terms of security and reliability, and whether or not the provider is a good customer advocate.

  1. Experience is an important factor.  Not only should you find someone who has experience and expertise as a call center VoIP software provider, but also someone who has a strong network and infrastructure team; a company should be knowledgeable in all the ins and outs of cloud telephony, from the setup and installation to the day-to-day maintenance.  Ensure that the company you intend to work with has a strong track record for success.
  2. Security and reliability are also important when choosing a call center VoIP software provider.  Ensuring that your customer’s information will remain private is crucial; as well as ensuring that your hosted call center is reliable and will stay up and running.
  3. Finally, is the call center VoIP software provider you are considering a good customer advocate?  Talk to their previous and current customers to hear honest opinions about how their service really is.  If current customers are satisfied with their hosted call center, then chances are, you will be too.

What software platform you choose will influence how your mission critical systems perform. The software platform will also affect your ability to scale your contact center up or down, depending on your changing needs. While you have many options among call center service providers, it’s important to perform due diligence and pick a software platform that is part of your long-term strategy.


David Wise

David Wise

Chief Executive Officer, Founder at AVOXI
David has more than 18 years of management experience in the telecommunications industry. A graduate of the Citadel, David worked as a Senior Account Executive with Intermedia Communications and later co-founded Rapid Link, a leading provider of International callback and VoIP. David then founded AVOXI in 2001with a focus on providing niche international call center markets with customized voice and data services. read more
David Wise
David Wise

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